IT Operations Analyst II - Incident Management

Incident Manager

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Scope

Ensure that major incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service. The Incident Manager is expected to work with their immediate teams and stakeholders as part of an ethos to successfully manage major incidents and ultimately drive down the number and frequency of incidents and improve service recovery times.

Ensure compliance with the Incident & Problem management processes; to ensure effective incident management and timely resolution. Manage problems/incidents, ensuring the smooth transition from Incident to Problem Management. Engage pre-emptive mechanisms to identify and mitigate potential risks; Ensure timely and accurate client communications during an incident, and participate in follow up calls with customers where required. Identify & pursue opportunities for continuous improvement. Escalate to Senior Management levels as needed to bring correct response and support from owning groups. Maintain flexible work schedule.

Essential Responsibilities

Own management of incidents involving systems or applications which require immediate customer support. Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful outcomes. Ensure correct inputs to the Problem Management process. Provide regular updates to the communications manager(s) for distribution during an incident. Ensure timely incident escalation through to the appropriate severity Level. Assist in the creation and review of all incident management checklists, logs and tickets on a daily basis, providing follow-up actions and feedback as necessary.

Create, maintain, and recommend changes in incident management, operational procedures, policies, standards, escalation documents, diagrams and all other documentation Incident Managers rely upon. Ensuring compliance and support of incident management practices. Utilize business and technical knowledge to ensure procedures are in line with service level agreement requirements. Collaborate with other technology groups across Xerox to leverage assets, resources and best practices. Create and maintain customer relationships, working with the relevant account teams and service owners to provide incident reporting and feedback to those customers.

Qualifications

Degree in IT/ related field. Prior experience with Incident management, ITIL processes Ability to manage multiple incidents simultaneously – multitask, excellent oral and written communication skills Flexibility to work in Shifts Typical Experience. Possibility to work nights, weekends or holidays; depending on the on-call schedule. Experience working in a service or IT support role, incident management preferred. Expertise in Incident & Problem Management Process & Tools- Working experience in a production/operational environment, international experience valued- Significant experience with a wide range of technology functions with a strong interest in application support, tools, application integrity and overall systems configuration.

Proven ability to work under pressure- World class in facilitating the resolution of complex problems- Generate innovative approaches and solutions to problems. ITIL Awareness- Familiarity with Microsoft Service Manager a plus. Open to Hybrid, shifting work set up.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.